Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Technical Support Analyst to provide dependable technical assistance and support the stability, security, and performance of end-user technology across the organization in the greater Milwaukee Area. This role works closely with IT leadership and team members to manage desktop environments, respond to service issues, and maintain Microsoft-based systems including Windows 11, Azure, Entra, and related business applications. The ideal candidate brings a strong service mindset, sound troubleshooting ability, and the flexibility to participate in a shared on-call rotation and occasional onsite support as needed. Local candidates to Milwaukee are encouraged to apply!

Responsibilities:

• Partner with the IT team to carry out departmental objectives, support technology priorities, and contribute to ongoing service improvements.

• Serve as a reliable point of contact for employees, colleagues, and external partners by delivering responsive technical support and clear communication.

• Provide guidance on system usage, operational best practices, and device security standards to support compliance with organizational and regulatory expectations.

• Manage day-to-day desktop and infrastructure support activities, including service requests, change-related tasks, system monitoring, and issue resolution.

• Install, configure, maintain, and refresh workstation hardware and software while following established lifecycle management practices.

• Investigate and resolve desktop, application, and user-access issues, escalating more complex problems when necessary to ensure timely outcomes.

• Oversee help desk tickets from intake through closure by prioritizing requests, documenting work thoroughly, and meeting response expectations.

• Maintain service reliability for end-user environments through software deployments, upgrades, administration, troubleshooting, and recommendations for future enhancements.

• Keep accurate records for configurations, procedural documentation, licensing, contracts, and system changes to support audit readiness and policy compliance.

• Participate in a rotating on-call schedule and provide technical support for conference rooms and shared meeting spaces when business needs require it.

• 3-5 years of experience in technical support, desktop support, or a related information systems role.
• Strong hands-on experience with Microsoft technologies, including Windows environments, Office 365 administration, Active Directory, Intune, Entra, and Azure cloud services.
• Familiarity with hybrid Microsoft environments and the support of end-user devices, applications, and identity access tools.
• Demonstrated ability to diagnose incidents, perform basic to intermediate troubleshooting, and manage service desk tickets effectively.
• Ability to read and interpret technical documentation, procedures, and compliance-related requirements with accuracy and attention to detail.
• Strong verbal and written communication skills with the ability to work collaboratively as well as independently under deadlines.
• High school diploma required; an associate or bachelor’s degree in information systems or a related field is preferred.
• Must be currently authorized to work in the United States and eligible to work in the U.S. now and in the future.